Service Designer Team Leader

Key Responsibilities

• Own the experience design standard across physical, digital, and assisted-service channels
• Lead the redesign of energy offer (fuel, EV charging, LPG) and car care (Lube, car wash, VIC) services
• Convene and run structured ideation workshops with each service line to co-design redesigned experiences
• Set the persona-anchored journey design methodology, prioritising design investment against ADNOC’s customer segments (Loyalists, Elites, Functional Fuelers, EV Adopters)
• Build and lead the Service Design team — hire, coach, and develop a Specialist and an Analyst
• Represent Service Design in cross-functional delivery reviews with Operations, IT, and Human Capital
• Partner with Quality & Training and Call & Service Center functions to ensure design standards translate into frontline scripts and training

Candidate Profile

• 8–12+ years in service design, CX design, or experience strategy, including 3+ years leading a team
• Proven track record designing end-to-end journeys across physical, digital, and human-assisted channels — not digital UX alone
• Strong facilitation skills — experience running structured co-design or ideation workshops with senior, cross-functional stakeholders
• Experience taking a design from pilot through to scaled rollout, ideally across multiple sites or markets
• Background in a high-volume, multi-site, consumer-facing business — retail, hospitality, or fuel/convenience retail preferred
• Comfortable operating in a matrixed organisation, influencing Operations, IT, and HR/Training stakeholders without direct authority over them
• Regional (UAE/GCC) experience preferred; Arabic language skills a plus, not required
• A builder — this is a founding role standing up a new function and team, not backfilling an existing one